Refund policy
Last updated: 28 July 2026
No orders are currently accepted through the UK-facing website
The UK-facing Sunpura website is provided for product information and general enquiries only. It is not possible to place an order, make a payment or enter into a sales contract through this website.
There are therefore currently no website orders to cancel, return or refund under this policy.
1. Enquiries are not orders
An email enquiry, compatibility question or quotation request does not create an order or sales contract.
Do not send payment or return a product solely on the basis of information shown on the UK-facing website.
2. Products purchased from another seller
If you purchased a Sunpura product from a reseller, distributor, marketplace or another regional store, cancellation, return and refund requests should normally be addressed to that seller.
Vidis GmbH may assist with technical information, but cannot promise a refund for a transaction in which it was not the seller.
3. Product-support requests
For product support, contact service@sunpuraenergy.com or call +49 173 5657012.
We may request the product model, serial number, proof of purchase, seller identity, issue description, photographs, videos, error codes and contact details.
Providing diagnostic information does not reduce any mandatory rights you may have against the original seller.
4. Do not return lithium batteries without instructions
Do not send a battery, storage system, solar panel or other product to the company address without written return instructions.
Lithium batteries require legally permitted transport, suitable packaging and carrier acceptance. The administrative address in the Legal Notice is not automatically the correct return warehouse.
5. Exceptional separate transactions
If Vidis GmbH exceptionally makes a separate written offer outside the website, the offer must identify the seller, product, total price, applicable taxes, delivery charges, payment terms, delivery arrangements, cancellation rights, return costs and governing terms before acceptance.
The specific contract documents and mandatory consumer law will govern that transaction. No contract is formed unless Vidis GmbH expressly confirms it in writing.
6. Future UK online sales
Before a UK checkout or regular email-order process is introduced, Vidis GmbH will publish a full transaction-ready Returns and Refunds Policy covering cancellation periods, return deadlines, refund timing, faulty goods, safe battery transport and any voluntary return scheme.
7. Contact
General enquiries: contact@sunpuraenergy.com
Product support: service@sunpuraenergy.com